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FAQs

You peasants are an inquisitive bunch! Here are some answers to your most burning (and frequently asked) questions in order to make planning your visit just a little more comfortable.

That is, until you get picked on by our Judge Mental!

General Queries

Our opening times change throughout the year, check our Opening Times page for the most up to date information. Tours are every 15 minutes and last around 50 minutes. The closing time is also the start time of the last tour of the day.

We’re restricting the number of guests who can visit each day, to ensure we can maintain social distancing in all areas of the attraction. For further information please visit our Health & Safety page.

Pre-booking your visit online is essential for all guests as we have reduced our capacity to allow for social distancing. You will need to pre-book a date and time of your choosing in advance. Reserve your entry slot here.

We don't allow children under 5 at all. We also don't recommend for children under 8, although this is at a parent's and guardian's discretion - you know your kids better than we do and every child reacts differently!

Please email us at edinburgh.dungeon@merlinentertainments.biz subject: "ticket query / change" and tell us the date / time / order number of your ticket and what you wish to change it to as well as your contact details and we will get in touch. 

For any discount vouchers that states it cannot be used for online booking, this is no longer the case - all discount vouchers can and must now be used online. More information on how to locate your promotional voucher code and how to redeem your ticket online can be found under the "How to redeem promotional vouchers" section here.

We are not able to store luggage or suitcases on site, but there is a 'left luggage' within Waverley Station which is 2 minutes walk from the Edinburgh Dungeon. Small backpacks and rucksacks, as well as handbags, are fine to take on tour with you. For more information please visit our Security page here.

Yes there are, so be prepared! But also, don’t worry. Our actors will never touch you or chase you, so you don’t need to be on edge. If you’re particularly nervous, try staying at the back of the group.

Visitors with back or neck injuries, heart conditions or broken limbs have restrictions on the rides, for further information please visit our Accessibility page here

There is a minimum height restriction of 1.4 metres for the drop ride, you must be over this height to be allowed on. 

We are a Dungeon, but not actual torturers! We cannot force you to do anything, or go on any ride you don't want to. If you want to skip the rides, just let our actors know (you'll be given the opportunity to opt-out during the tour). If you need to leave at any time during the tour, we will escort you - but please note we do not issue refunds if you choose to leave half-way through the tour. 

Yes, you can! Please read here for more information! 

It can take up to 24 hours for the photo code to work. If this still isn't the case, email your download code, date and time of the visit to Edinburgh.Dungeon@eventsphototeam.co.uk who can email it to you directly.

Covid-19 (Coronavirus) Ticket Queries

Guests with pre-booked tickets for dates when The Edinburgh Dungeon was closed will be able to use their tickets on any other day during the 2020 season. Please see the FAQs below for more information.

The decision to close The Edinburgh Dungeon temporarily was based on the guidance from the Government in response to the Covid-19 outbreak.

We are delighted to confirm that The Edinburgh Dungeon will re-open on July 18th. Tours will be available for up to eight people at a time and will run every 15 minutes. Our rides will be temporarily unavailable at this time but don't worry, we will still be delivering plenty of scares and surprises!

Our toilet facilities will be open for guests and we have introduced new measures within these facilities to ensure spatial distancing. Enhanced cleaning will take place throughout the day

If you have booked tickets to visit The Edinburgh Dungeon no action is required and you do not need to contact us to arrange your future visit. Simply reserve your time slot here, by selecting the 'Reserve Entry Slot' option to re-book your visit for free. When you arrive at the attraction just present your unused ticket(s) that show the original date (between 20th March and 17th July 2020)

Please understand that we are prioritising guests with bookings in the next few weeks. Any attraction tickets purchased for dates beyond 17th July 2020 will, at this time, be subject to regular terms and conditions. If you wish to move the date of your visit, please contact edinburgh.dungeon@merlinentertainments.biz

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment.

However, we understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus, or if it’s unsafe for you to travel you may require to change the date/time of your visit to our attraction. Please contact our Guest Experience team on edinburgh.dungeon@merlinentertainments.biz and the team will be happy to help as quickly as they can.

If you have booked through a third party, please contact them directly to discuss your booking.

No, prebooking is essential as we have significantly reduced the daily ticketed capacity of our attraction to allow for social distancing and the best possible experience. All guests will need to pre-book their tickets online. If you already have a ticket, you will still need to book into a time slot online here

Merlin Annual Passes

Please read below our FAQs regarding the current policy for Merlin Annual Pass holders and Merlin Monthly Membership relating to Merlin Attractions during the current Covid-19 pandemic.

As our attractions are closed, we will be extending your Merlin Annual Passes to account for the period of time that our attractions are closed. We’ll be taking care of this for you, so there’s no need to get in touch with our customer service team. Your existing Passes will be automatically extended in our ticketing system – so once our attractions reopen, your Passes will scan as normal at the ticket barriers. You are not required to have your Merlin Annual Pass cards reprinted. Unfortunately, we’re unable to offer refunds to customers who have paid for the Merlin Annual Pass as this is a non-refundable product (see clause 6 in our terms and conditions www.merlinannualpass.co.uk/terms) Further information can be found here: www.merlinannualpass.co.uk/coronavirus

As our attractions are closed we will be ensuring our Merlin Members are not paying monthly for the period of time that our attractions are closed. We will be automatically freezing your Membership from the 1st April and payments will be suspended until our attractions re-open. Unfortunately, as this is a 12-month contract we’re unable to cancel your Membership (see clause 27.2 in our terms and conditions https://www.merlinannualpass.co.uk/information/membershipterms).
Further information can be found here: www.merlinannualpass.co.uk/coronavirus

If you have purchased a Merlin Annual Pass gift voucher, please email info@merlinannualpass.co.uk for further information. Our customer service team will endeavour to get back to you as soon as possible.

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